[Rtir] Queues - There is no mapping for statuses between these queues.

[Christophe Vandeplas]

Thank you Kevin and Landon for the reply !


After fiddling a little bit more ... woohoo, now I get it...

To explain what I'm tried to do:
- I have multiple constituencies  ( FOO, BAR, ... )
- Each member of the constituency/duty team should be able to see ALL
the tickets about his/her constituency (so not only tickets linked to
the specific user) but NONE of the other tickets
- A member of the main Duty Team should see all the tickets

I tried to follow this guide:
http://bestpractical.com/docs/rtir/3.0/Constituencies.html#Managing-Constituency-Values
However some things were not really clear to me.

Kevin,
Would you be able to update the Constituencies.html documentation a
little bit to make it clear that the newly created Queues are there
only for technical reasons, and are NOT meant to be used directly
reasons?



In the end I found the correct way to do this:
- install the software
- for "advanced permissions constituencies" : ./add_constituency
--name FOO    for each constituency
- for "normal constituencies" : use the webinterface
For users:
- for external-constituencies users , create user, set "Let this user
be granted rights (Privileged)", put him in the "DutyTeam - FOO"
- for internal users , create user,  set "Let this user be granted
rights (Privileged)", put him in the "DutyTeam"

Downsides:
- everyone sees the statistics of the queues statuses in the "Quick
search home screen"  (number of new, open tickets)
- administrator user sees the newly created queues, however these
queues are NOT functionally needed by the operator. (normal user
doesn't see these queues)

Do NOT try:
- move the ticket to the "Incident Reports - FOO", "Investigations - FOO" queues


Greets
Christophe


On Thu, Sep 5, 2013 at 5:30 AM, Kevin Falcone <falcone at bestpractical.com> wrote:
> On Wed, Sep 04, 2013 at 04:07:10PM -0700, Landon Stewart wrote:
>>    You must set up the '__maps__' section of the %Lifecycles variable in your RT_SiteConfig.pm.
>>    You can see the current (and probably default) setting at /Admin/Tools/Configuration.html. You
>>    will probably have the default one in RTIR_Config.pm that you can copy into RTIR_SiteConfig.pm
>>    where you can then modify it.
>>    The point of this is to map statuses between queues. The status "new" in Incident Reports
>>    would probably map to "new" in "Incident Reports - ORG" but they have to be explicitly mapped
>>    out.
>>    I found it quite confusing personally but got through it. Here's some documentation on it:
>>    http://bestpractical.com/docs/rt/4.0.13/customizing/lifecycles.html
>
> Why are you defining a mapping between the IR queue and one of the
> Constituency queues for IR?  Incident Reports - ORG is a queue used
> only for rights management (it allows RTIR to separate rights for
> DutyTeam  ORG from those in the DutyTeam or those in another
> DutyTeam).
>
> This is explained at the end of this section of the docs the user
> referred to:
> http://bestpractical.com/docs/rtir/3.0/Constituencies.html#Constituency-Values
>
> If you're actually moving tickets into the Constituency queues that
> a) sounds like a bug in either rights or something else that you're
>   even offered the option.
> b) breaks every saved search in RTIR that tries to do things like show
>   you the relevant IRs.
> c) (really b part 2) would cause Incidents to no longer list the IR
>   because it isn't in the IR queue.
>
> I assume you've done something like add new searches for specific
> subqueues, but that's not how constituencies were designed, and I
> don't see how the RTIR -> Incident Reports menu (which links to a
> search) would work with your changes.
>
> As an aside, if you were going to move IRs between two IR queues, why
> wouldn't you just give them both the incident_reports lifecycle so you
> don't lose proper statuses and actions? That seems much less fraught
> than mapping into a Lifecycle with more statuses.
>
> So - again - why do you need a mapping between Incident Reports and
> Incident Reports $constituency ?
>
> -kevin
>
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